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Definity Insurance Company, known by its brand name Economical Insurance, is committed to providing exceptional customer service to our valued customers.

However, we understand there may be situations where you are not satisfied with our services or products. Our Customer Dispute Resolution Office is here to help. Their role is to analyze complaints in an impartial manner and take all relevant facts into account.

 We have prepared this Summary of the Complaint Processing and Dispute Resolution Procedure in Quebec to help explain the framework established by our Customer Dispute Resolution Office for handling complaints fairly and efficiently in the province.

Filing a complaint
 

When a customer expresses disapproval or dissatisfaction about our services or products and wants us to take action to address the situation, we treat the concern as a complaint.

Note that concerns related to a claim for indemnity or an insurance claim are not considered complaints until all review avenues available in the claims review process have been exhausted including receiving a position letter from a leader within the claims department. If your concern is related to a claim for indemnity or an insurance claim, please contact an Economical representative at 1-888-875-8088 to begin the claims review process.  

If you file a complaint, we will do our best to understand what is important to you and respond to your expectations.

A complaint about our services or products can be filed in writing by contacting our Customer Dispute Resolution Office directly:

Customer Dispute Resolution Office
111 Westmount Road South, P.O. Box 2000
Waterloo (ON) N2J 4S4
Email: cdroqc@definity.com

You can also file a complaint with the Autorité des marchés financiers (the AMF) by completing their online Complaint Form.

For questions or concerns about how we process complaints, or for assistance with filing your complaint, contact us at the address above or call us at 1-844-766-6388.

Steps in the Complaint Process

  •  

    The complaint process starts after you file a complaint following the steps described above. We aim to resolve each complaint as quickly as possible. Once your complaint is received, we will:

  • 1. Acknowledge receipt of your complaint

    We will acknowledge receipt of your complaint in writing within 10 days of receiving it.

  • 2. Record details of the complaint

    For every complaint received, we create a record where all documents and information required for processing the complaint are maintained and kept up to date.

  • 3. Analyze the complaint

    We will review your complaint to make sure we understand the situation and the details provided. We may ask you for more information if required.

    Where possible, we will handle the complaint following our simplified process. This process is for complaints that we can resolve to your satisfaction within 20 days. We consider a complaint resolved to your satisfaction when you accept our proposed solution or find that our explanations are sufficient to resolve your complaint.

    Under the simplified process, your complaint may be handled verbally (e.g., by phone call) or in writing.

    If we cannot propose a satisfactory solution or provide explanations that are sufficient to resolve your complaint under this process, we will notify you in writing. In such case, your complaint will continue to be processed in accordance with the next steps in our complaint process detailed below.

  • 4. Provide a written final response

    In cases where your complaint is not resolved through our simplified process, we will provide you with a written final response within 60 days. In our response, we will explain our review of your complaint and what led to our response, and where applicable, the proposed solution to your complaint.

    We may require additional time. We may determine that your complaint is taking longer or is more complex to process, and that additional time is required for our analysis. If this is the case, you will be notified in writing of the extension, which will not exceed 30 days.

  • 5. Assessment of the offer and resolution of the complaint

    Once you receive our response, we encourage you to review it thoroughly and assess our offer, where applicable. You should seek any advice needed to make an informed decision.

    If we reach an agreement with you to resolve your complaint, we will give effect to the offer within 30 days of our agreement, unless we agree upon a different timeline that is in your best interest.

OTHER OPTIONS AVAILABLE

If you are not satisfied with our response or processing of your complaint, you have the right to request that we submit your complaint record to the AMF. To make this request, complete a Form to Request the Transfer of a File to the AMF, and submit your completed form to the Customer Dispute Resolution Office at:

Customer Dispute Resolution Office

111 Westmount Road South, P.O. Box 2000
Waterloo (ON) N2J 4S4
Email: cdroqc@definity.com

Upon receipt of your request, we will transfer your complaint record to the AMF within 15 days.

You can also contact the following authorities:

Financial Consumer Agency of Canada (FCAC)

The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes insurance companies, for compliance with federal consumer protection laws.

Financial institutions are legally required to have a complaint-handling process in place.

If you have a problem with a financial product or service, you may file a complaint with the responsible financial institution directly.

If you are not satisfied with how your complaint has been handled, you can escalate the complaint to the following External Complaints Body: The General Insurance OmbudService (GIO) 1-877-225-0446 | www.giocanada.org

The General Insurance OmbudService (GIO) is a national independent dispute resolution service for Canadian consumers of insurance.

If you want to know your rights or need information about the complaint-handling process of a financial institution, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.

Web site: www.canada.ca/fcac

Online form: https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html

Phone:
For service in English: 1-866-461-FCAC (3222)
For service in French: 1-866-461-ACFC (2232)
For calls from outside Canada: 613-960-4666

Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771

Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC. Visit https://srvcanadavrs.ca/en/ to learn more.

Mailing address:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 5th Floor
Ottawa ON K1R 7Y2